
Operations Manager
7 days ago
Job Opportunity: Team Operations Leader
About the Role:This is a leadership position where you will oversee and manage a team of voice agents in an international customer service process.
Main Responsibilities:- Team Management:
- Direct and motivate your team to meet performance targets and objectives.
- Monitor and evaluate team performance, ensuring adherence to key performance indicators (KPIs) such as call quality, average handling time, and resolution rate.
- Coordinate and manage team scheduling and attendance for efficient daily operations.
- Provide guidance, feedback, and regular performance evaluations to enhance team performance and capabilities.
- Identify and resolve operational issues promptly to maintain smooth daily operations.
- Manage escalations and address complex customer complaints in a timely manner.
- Maintain high-quality standards and ensure compliance with service level agreements (SLAs).
- Assist in onboarding and training new team members for seamless integration.
- Organize regular skill development and process refresher sessions to enhance team capabilities and knowledge.
- Track and report key team metrics to inform strategic decision-making.
- Analyze data to identify trends, gaps, and areas for improvement to optimize team performance.
- Communicate effectively with international clients and internal stakeholders to share updates, feedback, and improvement plans.
To be successful in this role, you will need:
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Proficiency in analyzing data and reporting results.
- Knowledge of customer service principles and practices.
We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.
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